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Human Resources Customer Service

Charlotte, NC
April 24, 2016

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Career Objective: Strategic leader/Customer Relationship Manager seeking opportunity to utilize my skills, experience and expertise to advance organizational effectiveness and allow for my continual professional growth and development.

Highly experienced operations manager with demonstrated ability to lead diverse teams to increased levels of success through a variety of professional and personal training and development opportunities. Proven ability to successfully analyze an organization’s critical areas by identifying deficiencies, potential opportunities and develop innovative solutions that would enhance and improve operations and customer service relationships.

Areas of Expertise

Process Improvement Team Management Operational Excellence

Team Building/Leadership •Strategic Planning • Visionary Effectiveness

Operations Research Operational Excellence Executive Leadership Non-Profit Sector


WELLS FARGO, Charlotte, NC

Human Resources Specialist 4 –LDAM 2014-2016

Perform specialized human resources related functions in either a service center or human resource department environment. Maintain contacts throughout the company and exposure to sensitive information using considerable use of tact and discretion. Research, review, analyze, and recommend actions from various specialized personnel reports. Utilize a personal computer to prepare detailed and confidential reports. Assist in the development, implementation, and administration of company personnel policies, procedures, and programs. Coordinate a variety of projects. Provide policy interpretation.

Assist team members with Leave, Disability & Accommodations Management issues

Answer calls from employees inquiring about their health and welfare, benefit plans and payroll processes.

Provide support on questions regarding individual state leave law statues and Family & Medical Leave Act.

Develop, implement, and administer company leave of absence policies, procedures, and programs.

Interact with third party vendors on approval of short and long-term disability benefits.

Ensure the accuracy of pay and benefits for team members by confirming all data is entered correctly.

Review, analyze and recommend actions from various leave of absence reports.

Utilize Wells Fargo & Co. internal human resources information systems to perform all duties.


Senior Director of Education 2010-2013

Provided leadership and operational development to 15 departments in a non-profit environment. Led 3 direct reports and a volunteer leadership team of 6 with low attrition in a complex work environment responsible for servicing over 5k people. Developed course curriculums, programs and seminars to enhance and fulfill the goal of the organization. Facilitated planning, execution and completion of multiple projects and initiatives as directed by CEO. Demonstrated strictest level of confidentiality in order to promote work environment and earn/build customer trust.

Key Accomplishments

Developed policies and the template for Standard Operation Procedures (SOPs), which increased the efficiency and effectiveness of all departments

-Each department developed a tangible SOP manual on how to effectively run their department in the event that sudden changes were made with dept. heads.

Developed administrative processes utilized to oversee planning and execution of divisional operations, resulting in improved efficiency, productivity and performance of workforce.

Implemented weekly presentations to leadership team of over 300 and attendees of over 5,000 which increased buy-in to CEO’s vision.

Developed status reporting/scorecard process, enabling departments to improve communication of project updates, key issues and challenges. Through this development each dept. was now responsible in reporting upline where they were as it pertained to their quarterly and yearly goals, thereby making sure that each department was executing and productive.

Assisted CEO in carefully identifying department challenges and implementing necessary solutions.

Developed budgets and control expenditures to conform to budgetary requirements set forth by established policies and procedures.


Inside Claims Adjuster 2007-2010

Analyzed all claim exposure and determine efficient ways to settle all claims with help of various parties. Investigated and adjusted all claim issues and monitor for claim validity and determined appropriate claim reserves and prepared appropriate investigation warrants. Effectively reviewed all policies and evaluated coverage of claims and coordinated with customers as needed. Determined and reviewed all estimates for claim settlements and coordinate with third party vendors to provide optimal quality services.

Key Accomplishments:

Created and established peer to peer training to help improve efficiency from open to close of claim.

-The optimal time for completion of a claim was 30 days (open to close). I was able to assist with getting claims closed in 25 days.

Coached and trained team for optimal performance.

-How to quickly identify if a claim needed to be forwarded to subrogation or SIU (special investigations unit)

-How to deal efficiently with challenges on a claim such as how to determine who’s at fault in a multiple car accident, or in the case of to handle flooding, tornadoes, earthquakes and fires.


Quality Supervisor 1993-2006

Coordinated terminal PPAP (Production Parts Approval Process) activity with North America operations; manufacturing engineers, component engineers and Delphi customers. Supported manufacturing floor regarding quality decisions and reduce scrap for metal stamping by 10%. Exceeded customers’ expectation by delivering a product before delivery date meeting all required specifications and design. Supervised 10 production auditors.

Key Accomplishments:

Continuously trained employees on quality issues to reduce QMR’s (questionable material return)

- trained 10 auditors and 6 technicians on how to identify if material was repairable or had to be scrapped. Proper labeling of all QMR based on how it was tagged. Through this process we were able to reduce our QMR’s down by 20%.


B.A., Liberal Arts – Belmont Abbey College, Belmont, NC

Franklin Covey (training):

The 5 Choices to Extraordinary Productivity

7 Habits of Highly Effective People Workshop

State of North Carolina

Property & Casualty Adjusters License

Excellent references available upon request

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